Villa Host

Job Description

Job Summary

The Villa Host is responsible for providing personalized service to guests demonstrating true luxury brand experience from pre-arrival do departure by eensuring the comfort, satisfaction, and overall positive experience of guests staying at the villa. The role is expected to display the most exceptional customer service in creating a welcoming atmosphere for guests.

Job Responsibilities

Greet arriving guests, provide a warm welcome, and facilitate the check-in process efficiently. Liase with reservations and guests pror to their arrival to establish their needs and special requests, accordingly.

Offer assistance and information to guests about the villa amenities, nearby attractions, and activities to enhance their stay. Ensure to contact guests to confirm their briefing about the facilties like spa and other facilities.

Build positive relationships with guests, address their inquiries, and promptly respond to requests or concerns and maintain seamless interactions with them in order to facilitate guest recognition, obtain preferences, anticipate any needs and proactively action all requests and requirements. 

Ensure that all due payments are obtained and cleared in a timely manner as well as foreign exchanges and cash are paid in compliance with guidelines. 

Offer personalized concierge services, such as booking reservations, F&B orders, arranging transportation, laundry services, and providing recommendations for local dining and entertainment.

Listen attentively to guest complaints or issues, and take immediate action to resolve them in a professional and courteous manner. To make a positive impact, taking personal responsibility and initiative to resolve issues always ensuring clear communication with all guests as well as colleagues at all times.

Stand on top of coordinating outstanding issues with related departments such as housekeeping, engineering and ensure that the highest standards are maintained without compromising quality and reputation of the brand. 

Coordinate and fulfill special requests from guests, such as room setup, floral arrangements, or specific amenities, in friendly, effecient, accurate and polite manner always.

Facilitate the smooth check-out process, bid farewell to departing guests, and assist with any final inquiries or assistance.

Seek guest feedback and reviews to identify areas for improvement and maintain high-quality service standards.

Ensure the safety and security of guests and their belongings during their stay and have complete understanding of and adherance to the villa's plocies related to fire, hygiene, health and overall safety.

Promote additional villa services, packages, or promotions to guests to enhance their experience and increase revenue, as well as promote ideas and suggestions to enhance operational/environmental procedures within the premises.

Skills

Job Knowledge & Skills